1. The Assurance Period

We offer a 14-day Prestige Assurance window for returns and exchanges, beginning from the confirmed delivery of your order. This period is designed to give you sufficient time to evaluate the quality, performance, and suitability of your selection within your personal or professional environment.

In addition, our broader policy framework recognizes a 30-day eligibility boundary from the date of purchase. While returns initiated within the 14-day window qualify for full evaluation under our Prestige Protection standards, requests beyond this timeframe may not be eligible for full refunds or exchanges.

Any item returned after 30 days from delivery will not qualify for refund consideration. This structure ensures fairness while maintaining the integrity of our inventory and product lifecycle standards.

2. Condition of Return

To preserve the hygiene, safety, and exclusivity of our portfolio, all items must be returned in Original Executive Condition. This means the product must remain unused, undamaged, and fully intact with its original packaging and components.

Beauty & Skincare (Simply Bella / LustreLine)

Due to the high-potency botanical formulations and strict hygiene standards, all skincare products must be unopened, with seals fully intact. Any product that has been opened, tested, or altered cannot be accepted for return.

Lifestyle & Hair (ZOE-DEL Crowned)

Items must be unworn and unused, presented in their original branded or velvet packaging, with all tags, coverings, and protective elements preserved.

Innovation & Tech (TechHub / GreenTech)

All devices must be returned with complete original accessories, manuals, and internal packaging. Products must be factory reset, free from personal data, and show no signs of physical damage or misuse.

General Condition Requirements

• Items must be unused and in the same condition as received
• Original packaging must be included
• Proof of purchase is required for verification
• Items must not be missing parts unless due to our error

Any item that does not meet these standards may be declined or may qualify only for a partial refund, depending on its condition.

3. Strategic Return Process

To maintain a seamless and secure return experience, all returns must follow our structured authorization process:

Step 1: Authorization Request

Initiate your return by submitting a request through our official contact portal:

All return requests must be approved prior to shipment. Once reviewed, a Return Merchandise Authorization (RMA) will be issued if the request meets eligibility criteria.

Step 2: Secure Packaging

Items must be carefully repackaged in their original materials. The assigned RMA number must be clearly visible on the exterior of the shipping carton to ensure proper processing upon arrival.

Step 3: Shipment & Logistics

Customers are responsible for arranging return shipping. We strongly recommend using a tracked and insured shipping service, particularly for high-value items.

ZOE-DEL GLOBAL LLC is not liable for items lost, delayed, or damaged during transit prior to arrival at our fulfillment facility. Returns should never be sent directly to manufacturers.

4. Evaluation & Refund Disbursement

Once your return is received, it will undergo a detailed inspection by our quality control team. This process typically takes 3–5 business days.

Approved Returns

If the item meets all return criteria, a refund will be issued to the original method of payment. Financial institutions may require 5–10 business days to finalize and reflect the transaction.

Store Credit Option

As an alternative to refunds, clients may opt for a ZOE-DEL Global Credit, allowing seamless reinvestment into another product or brand within our portfolio, including EcoBloom or GiftHub.

Partial Refunds (Where Applicable)

• Items returned with visible signs of use
• Opened media products (such as software, recordings, or digital formats)
• Items missing components not due to our error
• Returns submitted outside the 14-day assurance window but within 30 days

5. Damaged or Discrepant Deliveries

In the rare event that your order arrives damaged, defective, or inconsistent with expectations, notification must be submitted within 48 hours of delivery.

Once verified, we will prioritize a replacement or corrective resolution to ensure your experience remains uninterrupted and aligned with ZOE-DEL standards.

For defective or damaged items, exchanges for the same product are available, subject to inventory availability.

6. Non-Returnable Items

• Perishable goods (such as food or floral products)
• Intimate or sanitary products
• Hazardous materials or flammable substances
• Digital or downloadable products
• Gift cards and digital gift experiences
• Certain health and personal care items
• Items marked as Final Portfolio Clearance

Additionally, bespoke or customized items created specifically for a client are non-returnable.

7. Gift Returns

For items designated as gifts at the time of purchase and shipped directly to the recipient, eligible returns will be processed as store credit for the value of the item.

If a gift order was not designated as such, or was shipped to the purchaser before being gifted, any approved refund will be issued to the original purchaser.

8. Shipping Costs & Processing Considerations

Return shipping costs are the responsibility of the customer and are non-refundable. If a refund is issued, return shipping fees may be deducted where applicable.

Delivery timelines for exchanged items may vary depending on location and logistics conditions. For high-value returns, the use of shipping insurance is strongly advised, as we cannot guarantee receipt of items sent without tracking verification.

9. Refund Processing Transparency

Once a refund is approved and issued, processing times may vary depending on financial institutions. If a delay occurs, it is recommended to:

• Verify the transaction with your financial account
• Check with your card provider for pending credits
• Allow additional processing time before escalation

This ensures clarity and avoids unnecessary delays in resolution.